Microsoft Dynamics 365 Customer Engagement (CRM)
Microsoft Dynamics 365 Customer Engagement is Microsoft’s AI-first CRM suite that brings together Sales, Customer Service, Field Service, Contact Center, and Customer Insights on a single, security-hardened cloud platform.
Built-in Copilot assistants now draft emails, meeting briefs, and deal summaries in Sales, surface real-time knowledge articles and generative replies in Customer Service, and power proactive outreach and conversational journeys that let AI agents resolve issues across voice, chat, and social channels without human hand-offs.
The 2025 release wave 1 adds role-based copilots that automatically detect intent, new multimodal routing and workforce-management tools for the Contact Center, and tighter low-code integration with Power Platform so you can automate any step—from lead capture to post-sale service—in minutes. Modular licensing lets you start with one app and expand as you grow, knowing every interaction, workflow, and insight is stitched together by the same data model and analytics backbone.
Microsoft Dynamics 365: Customer Experience
Dynamics 365 Customer Service - Overview
